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Technical Support - Police

  • Job reference: MC/523
  • Location: Worcester, Worcestershire
  • Job type: Temporary
  • Area of Expertise: Police
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Job description: Service Care Solutions are looking for a Technical Support Officer (IT) to work with a local Police Force on a fixed term, 1 year contract.

To work flexibly within the Technical Support Team or Solutions Delivery Team, contributing to an efficient and effective ICT Service, ensuring a quality end to end ICT Service to the force.
To provide a high level of technical support (relevant to role level) across the force, both to internal customers and to external customers. To continually innovate in order to ensure the department is offering the best level of service in term of services and equipment.

MAIN RESPONSIBILITIES:
1. To provide a Level 3 technical support capability, to carryout appropriate customer problem solving activities, including invoking external support as necessary.

2.To work, as directed by the Team Leader, to deliver an effective, high quality service to the organisation and all its customers. Research customer issues in a timely manner and follow up directly on recommendations and action plans.

3.To manage and work with suppliers/partners to deliver an effective & efficient seamless service provision, as required by the level of the role.

4.To provide any required documentation to the prescribed standard for the service teams and ensure any change in procedure and/or documentation is available to relevant parties at the earliest opportunity.

5.To help to create new knowledge base articles to share information for reuse throughout the team and customer base (where necessary).

6.To diagnose faults within technical systems and take appropriate action, escalate (as per appropriate level) ensuring proper recording, investigation and identification.

7.To maintain/enhance working knowledge of emerging technology and industry best practice, gaining knowledge and expertise through hand-on experience, self-study, and other agreed learning environments.

8.To technically support the operation and control of the ICT infrastructure required to deliver and support IT services and products to meet the needs of the force (as per skill level requires).

9.To be familiar with and support the aims and objectives of the team, department, contributing to the overall vision of the directorate and organisation.

10.To take individual responsibility for fully understanding, and acting upon, situations that require the pursuit of purpose over process.

11.To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.

PERSON SPECIFICATION:

Knowledge:
ICT (Level 5) professional qualification or equivalent ICT qualification.
ITIL certification in IT Service Management, or similar.
Vast knowledge of relevant IT technologies and applications their use and application
Significant knowledge, acquired through hands-on experience, in a specialist technical support environment for both hardware and software.

Experience:
Substantial experience working within physical and virtual teams.
Experience in problem solving, solutions development and system management.
Experience of supporting a diverse user base on both hardware and software related issues.

University qualifications will not be taken into account for this vacancy.

If you are interested, please ring Martin Cookson on 01772 208962